Abstract
BACKGROUND: The inpatient care of patients with non-communicable chronic diseases (NCDs) often involves extended stays, where the human quality of nursing care is as relevant as the technical interventions. However, dehumanization in daily practice, manifested in impersonal routines, deficient communication, and inattention to the patient’s values, erodes trust and wellbeing. Guided by Jean Watson’s theory of human caring, this study explored the lived experiences of hospitalized patients in relation to nursing care in Mexican public hospitals. METHODS: A qualitative study using a hermeneutic-phenomenological approach was conducted in second-level hospital services (internal medicine, surgery, nephrology, traumatology, and orthopedics). Adult patients with NCDs were intentionally selected. Data was obtained through semi-structured interviews based on Watson’s caritas processes and analyzed using phenomenological thematic analysis, supported by triangulation and reflexivity strategies. The study had ethical approval, and all participants gave written informed consent. RESULTS: Thirty-five patients participated. Five thematic domains emerged: empathy and compassion, trust, dignity, environment, and values. The experiences were ambivalent: some patients described receiving caring, respectful, and supportive care, while others reported indifference, poor communication, inadequate resources, and unsanitary conditions. Although most referred to respect for their spiritual values, explicit support in this dimension was frequently absent. Structural limitations and staff overload were identified as the main barriers to consistently ensuring humanized care. CONCLUSIONS: The experiences of the patients reveal that the humanization of nursing care in Mexican public hospitals is unequal, influenced by professional attitudes and system limitations. The strengthening of social, emotional, and communication skills, the availability of adequate resources, and the integration of spiritual and cultural sensitivity are emerging as key strategies for consolidating dignified, person-centered care. These findings provide empirical evidence to inform institutional policies and nursing education, aiming to strengthen humanized practices in high-demand hospital settings. SUPPLEMENTARY INFORMATION: The online version contains supplementary material available at 10.1186/s12912-025-04210-6.